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Word 2010 crashing randomly - Possible Heap corruption?

Posted on 2010-09-10
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Last Modified: 2012-06-27
When I am working in Word 2010, the application keeps randomly crashing on me (I am getting similar errors in PowerPoint too). This is a new computer I put together a month ago. It has a WIndows 7 Pro (64 bit) OS running on it. I loaded Office 2010 Home and Business (32 bit) on it. The computer has a 100Gb SSD hard drive, 8 Gb of Ram, and an Intel I5-760 CPU.
I have reinstalled Office multiple times (OS has been reinstalled a few times too). Today, I changed the default printer the internal 'XPS Printer', but that didn't work.
I have been looking at the Event Logs and there appear to be three events that occur when the apps crash. I have attached the snapshots below. Can anyone please help me figure out how to fix these errors?
Event-Error-log-1.jpg
Event-Error-Log-2.jpg
Event-Error-log-3.jpg
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Question by:shambalad
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Expert Comment

by:John Hurst
ID: 33650442
Office 2010 works in perfect harmony with Windows 7 Pro 64-bit.

I understand that you have re-installed Office a few times, but you say within a month that you have re-installed Windows 7 Pro a few times.

Given this and your post, I would say that the computer "you put together" is probably not properly certified for Windows 7. I would say that you should get to the bottom of this with respect to BIOS, Chipset and Drivers all cerfified for Windows 7 and then re-install Windows 7 carefully again.

... Thinkpads_User
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Expert Comment

by:DaWoot
ID: 33650504
Do you have endnote X3 installed ?
There is known incompatibility with word and endnote, if you have it installed switch back to x2

Also, word just crashes without an error message?
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Author Comment

by:shambalad
ID: 33650851
Thinkpads_User -
The components for this system were carefully chosen for their compatability amongst themselves and with Windows 7. The memory is on the certified list for the mobo. I am using the latest mobo drivers from the Gigabyte website. I am currently running this system with just the primary SSD hard drive. I have two WD Caviar 1 Tb drives which I am planning to install in Raid1, but I want to get the system stable first.
Components:
GIGABYTE GA-P55-USB3 LGA 1156 Intel P55 USB 3.0 ATX Intel Motherboard
Intel Core i5-760 Lynnfield 2.8GHz LGA 1156 95W Quad-Core Desktop Processor
G.SKILL Ripjaws Series 8GB (4 x 2GB) 240-Pin DDR3 SDRAM DDR3 1600 (PC3 12800) Desktop Memory Model F3-12800CL9D-4GBRL
GIGABYTE GV-R455D3-512I Radeon HD 4550 512MB 64-bit DDR3 PCI Express 2.0 x16 HDCP Ready CrossFireX Support Video Card
G.SKILL Phoenix Series FM-25S2S-100GBP1 2.5" 100GB SATA II MLC Internal Solid State Drive (SSD)
Antec EarthWatts EA750 750W Continuous Power ATX12V version 2.3 SLI Certified CrossFire Ready 80 PLUS Certified Active PFC "compatible with Core i7/Core i5" Power Supply


DaWoot -
I do not have EndNote installed. This is a fairly clean system. The error  message is generic: Word has stopped working. Windows searching for a  solution.
Software installed:
Windows 7 (64 bit)
MS Office 2010 (32 bit)
Adobe Acrobat 9.0 (latest version just downloaded earlier this week, although the errors have been on-going since before Adobe Acrobat was loaded)
Adobe Flash (Add-on is disabled in IE8)
Norton 360

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Author Comment

by:shambalad
ID: 33650900
Thinkpads_User -
FWIW - my gut has been telling me that this is a hardware issue too. That's why I am running the system somewhat 'stripped down' to its bare essentials.
I have run the memtest over the memory which did come up clean. I find myself wondering if maybe I shouldn't try installing the software (i.e. Windows 7 et. al.) on one of the new WD drives and see if that doesn't fix things.
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Accepted Solution

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John Hurst earned 500 total points
ID: 33650901
shambalad - I have a Lenovo T61p laptop on which I installed Windows 7 Pro 64-bit and a Lenovo M90p desktop that came preloaded with Windows 7 Pro 64-bit. Both have Office 2010 Professional 32-bit installed. The T61p has Adobe Acrobat 9.3.4 installed and the M90p has Adobe Reader 9.3.4 installed. Both machines sport lots of additional software including Flash, VMware and other applications, and Office is completely stable.

So:
1. Even thought the components were carefully selected, still look at the BIOS/Chipset/Audio/Video/Mouse/NIC drivers (all drivers) and make sure they are the proper versions for 64-bit compatibility. This was a significant issue with my T61p that came preloaded with Vista 64-bit. I had to change *every* driver.
2. I use Symantec Corporate Endpoint Protection. My experience with Norton 360 has been poor (but I have made it run in XP 32-bit). Consider doing an install without Norton 360 as a test.

If you install Windows 7 Pro 64-bit and Office only for several days, is it stable? If not, there is some sort of hardware issue. ... Thinkpads_User
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Expert Comment

by:John Hurst
ID: 33650916
>>> I find myself wondering if maybe I shouldn't try installing the software (i.e. Windows 7 et. al.) on one of the new WD drives and see if that doesn't fix things.

It may be worth a try. Although an SSD should work, this would not be the first time one has shown to be problematic. I certainly do think it is worth a try.

I monitor my reliability monitor closely. I have a small issue with QuickBooks on one machine that causes a few errors (so my index runs around 8), whereas the other machine runs a reliability index of about 10. I know the mistakes I made on the T61p, and have a new hard drive to start a full rebuild to correct my errors.
... Thinkpads_User
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Author Comment

by:shambalad
ID: 33651171
My reliability monitor has been fluctuating between 2 and 5 because of all the Office crashes.
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Author Comment

by:shambalad
ID: 33651195
So far as Norton 360 goes, I have been using ESET Smart Security up until recently for the computers I maintain. I ran into an issue last week where an ESET program (Ekrn.exe) started pegging the CPU on a couple of computers, so I did a quick swap out to Norton 360, which Comcast offers for free to its subscribers. ESET just yesterday gave me a free upgrade to their latest version, which I may try out once everything else gets settled. I think I am going to remove Norton for the time being anyway, though, and see what happens.
Just ran CHKDSK on the SSD, which came up clean.
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Author Comment

by:shambalad
ID: 33653022
Turns out there was a newer BIOS available. I've flashed it onto  the computer.
ESET's upgrade includes a version specific to Windows 7 64 Bit. so I uninstalled Norton 360 and loaded the  ESET Security software.
At first glance, it appears that the new BIOS may have done the trick. I'll know today.
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Author Closing Comment

by:shambalad
ID: 33658505
It was the outdated BIOS.
Thanks
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LVL 93

Expert Comment

by:John Hurst
ID: 33658518
Thank you. Glad you got it sorted out. We all want our systems to be reliable.  Cheers, ... Thinkpads_User
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